We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 3981 results
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Decision Reference DRN-5819554
14 Nov 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5819554 The complaint Mr P complains TSB Bank PLC (“TSB”) failed to protect him from financial harm when he fell victim to a scam. What happened The facts of this complaint are well-known to both parties, so I won’t repeat them in detail. In short, Mr P says he fell victim to a ‘Job... (3 pages)View decision -
Decision Reference DRN-4860869
27 Jun 2024 Nationwide Building Society Not upheldBanking and PaymentsDRN-4860869 The complaint Mrs J and Mr J complain that Nationwide Building Society (NWide) won’t refund money they lost in an investment. What happened What Mrs J and Mr J say: In December 2019, Mrs J and Mr J got a call from someone who said they worked for an investment broking firm and ... (4 pages)View decision -
Decision Reference DRN5593405
25 Oct 2013 Secure Trust Bank Plc Not upheldBanking and creditMr B complains that a car he bought with a hire purchase agreement from Secure Trust Bank Plc (trading as Moneyway) (“Secure Trust”) was not of satisfactory quality.backgroundMr B bought a used car from a dealership that was quite a long way from his home. He took out a hire purchase... (4 pages)View decision -
Decision Reference DRN2532121
26 Mar 2019 Barclays Bank UK PLC Not upheldBanking and creditMr F is unhappy with the way Barclays Bank UK PLC treated him during a branch visit. backgroundMr F visited a Barclays branch on 23 November 2018 to deposit money. Barclays said that as it didn’t hold a telephone number or email address for him, the staff member wa... (2 pages)View decision -
Decision Reference DRN4045006
20 Sep 2019 TSB Bank plc Not upheldBanking and creditMr M complains that TSB Bank plc (TSB) won’t refund disputed cash withdrawals made from his account. Mr M says that fraudulent withdrawals totalling £12,450 were made from his TSB account between 2 October 2017 and 3 October 2017. On 24 September 2017, Mr M contacted TSB to request a new c... (5 pages)View decision -
Decision Reference DRN-5092957
22 Nov 2024 Honda Finance Europe Plc Not upheldConsumer CreditDRN-5092957 The complaint Ms L complains that Honda Finance Europe Plc (Honda) didn’t sufficiently check she could sustain the repayments before they agreed to lend to her. In bringing her complaint Ms L is represented by a third party. For ease of reading I will only refer to Ms L in m... (3 pages)View decision -
Decision Reference DRN-4096432
15 Jun 2023 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-4096432 The complaint Mr B complains that Bank of Scotland plc trading as Halifax didn’t fairly or reasonably deal with his claim under Sections 75 and 140A of the Consumer Credit Act 1974 (CCA) in relation to holiday products he purchased, with his wife, in 2002. The claim, which is t... (5 pages)View decision -
Decision Reference DRN-4158253
15 Jun 2023 Creation Consumer Finance Ltd UpheldConsumer CreditDRN-4158253 The complaint Mrs T is unhappy that Creation Consumer Finance Limited, trading as Creation has declined the claim, she made under section 75 of the Consumer Credit Act 1974. What happened In April 2022 Mrs T entered into a fixed sum loan agreement with Creation for the supply a... (4 pages)View decision -
Decision Reference DRN-5835894
15 Oct 2025 TSB Bank plc Not upheldBanking and PaymentsDRN-5835894 The complaint Miss F complains that TSB Bank plc (‘TSB’) won’t refund the money she says was lost as the result of a scam. What happened In 2023, Miss F found an advert for investment in artwork and artwork royalties. I’ll refer to the company offering the investment as M. ... (3 pages)View decision -
Decision Reference DRN-4195508
27 Jun 2023 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-4195508 Complaint Mr R is unhappy that HSBC UK Bank Plc didn’t do more to help him when he was the victim of a scam. He has brought this complaint with the assistance of a representative, but for simplicity’s sake I’ve referred to Mr R throughout. Background Between late 2019 and mid-2... (6 pages)View decision
